Customer First programme - Annual Report 2021 to 2022

By 2023, we'll create a Customer Partnership Panel to provide local residents, who wish to join the panel, the opportunity to help shape improvements to services.

Our new CRM platform will allow us to keep way more than just an accurate record of our customer contact, it will provide great insight into the quality of customer experience we provide in each service as well as providing our customer services team access to systems they currently can’t access to give customers the answers they need immediately.

This platform will enable us to truly become one organisation through the joining up of systems and will enhance the experience for customers by making contacting us and delivering our service easier and faster.

We'll procure a new web chat to offer:

• a more joined-up approach with the new CRM
• an additional and convenient method for customer contact

This could help us to reduce the time it takes for a customer to get answers, and enables 24/7 access to advice.

Our digital post room will act as a single hub for incoming and outgoing post.

Incoming post will be scanned and delivered directly to the correct team, leading to a faster response to customer queries.